Return Policy

Last Updated: August 26,, 2026

This policy explains how returns, cancellations, and refunds work for orders placed at thenordicwave.com, including all Viking Cold Plunge models and accessories. Placing an order means you agree to these terms.

All Viking Cold Plunge models ship as large freight, not as a standard parcel. That's why several rules below — how the restocking fee works, and how fit and delivery access affect your return — are different from a typical online order.

1. Viking Cold Plunge Returns

1.1 Eligibility

Only new units qualify for return. Refurbished, open-box, floor-model, and clearance units are final sale — no exceptions.
This section covers buyer's-remorse returns: you changed your mind, ordered the wrong model or size, the unit didn't fit, you didn't like the color or finish, or you refused delivery for a reason unrelated to a defect. If your unit is defective, damaged, or wrong, go to Section 3 instead — no restocking fee applies there.

1.2 Measurements & Fit

Before you order, measure your doorways, hallways, stairwells, elevators, the full delivery path, and the space where the unit will go, against the Viking Cold Plunge's published dimensions and overall footprint (published dimensions plus fittings, hose connections, and clearance for chiller air flow). Confirming it will fit is your responsibility.

If it doesn't fit and you return it, cancel it, or refuse delivery as a result, that's treated as buyer's remorse (Section 1.1) — the standard 15-day return window and 20% restocking fee in Sections 1.3 and 1.4 apply.
Not sure about sizing or delivery access before you buy? Email support@thenordicwave.com — we're glad to help you confirm fit first.

1.3 Return Window

Email support@thenordicwave.com within 15 days of delivery to request a return. Once we approve it, have the unit ready for pickup within 10 days. Requests made after the 15-day window will not be accepted.

1.4 Restocking Fee & Return Shipping

Every approved return is charged a flat 20% restocking fee, whether or not the box was opened. This fee includes return freight.

The 20% is calculated on your total purchase price — what you actually paid for the unit, including any discount, sale price, or promotion applied at checkout.
Need packaging? If you no longer have materials suitable for safe transit, you can source your own, or we'll ship you packaging for a fee. Just email support@thenordicwave.com to arrange it.
Units must be returned without damage beyond normal handling: the tub free of cracks, large scratches, and significant dents or dings, and the chiller powering on and functioning normally with no physical damage. Missing parts or accessories also count against your refund. If either component has damage beyond normal handling or isn't functional, we may deduct more than the standard 20%, or deny the refund entirely. All return approvals, deductions, and refund decisions are at Nordic Wave's discretion.

1.5 Return Procedure

Email support@thenordicwave.com within 15 days of delivery to request a return and get a return authorization.
Package the unit securely for transit. Use the original materials if you still have them, or arrange replacement packaging (see Section 1.4).
Photograph the packaged unit and email the photos to support@thenordicwave.com with your name, order number, and "Return" in the subject line.
Have the unit ready for pickup within 10 days of approval. We'll arrange the return freight.
We'll inspect the unit within 10 business days of receiving it.
If approved, your refund (purchase price minus the 20% restocking fee) goes to your original payment method within 10 business days of inspection. Refunds on financing or buy-now-pay-later orders (e.g., Affirm, BreadPay, etc.) go back through that provider, not directly to you.

1.6 Reasons a Refund May Be Denied or Reduced

You didn't request the return within 15 days of delivery, or didn't have the unit ready for pickup within 10 days of approval.
Parts or accessories are missing.
You didn't send pre-pickup photos, so we can't confirm the unit's condition before it left your possession.
The unit has damage beyond normal handling (see Section 1.4).
The unit is refurbished, clearance, or otherwise final sale.

2. Accessory Items

Accessories sold on their own — covers, filters, chemical kits, steps, and similar add-ons — are final sale, whether or not you've opened the packaging.

This is different for bundled accessories: if an accessory shipped as part of a Viking Cold Plunge order, it follows the Cold Plunge's return terms in Section 1 instead.
Defective, damaged, or incorrect accessories are still covered under Section 3, regardless of packaging.

Questions about an accessory order? Email support@thenordicwave.com.

3. Damaged, Defective, or Incorrect Items

Inspect your order as soon as it arrives. If something is defective, was damaged in transit, or isn't what you ordered, email support@thenordicwave.com within 48 hours of delivery with your order number and photos of the item (and the packaging, if the damage may have happened in transit). This applies no matter how your order was delivered.

For issues covered here, we'll arrange a replacement or repair of the damaged, defective, or incorrect items.

4. Order Cancellations

4.1 Within 48 Hours of Purchase — Free Cancellation

Cancel for any reason within 48 hours of placing your order by emailing support@thenordicwave.com. As long as your order hasn't entered our fulfillment queue yet, you'll get a full refund with no fees.

4.2 After 48 Hours, Before Shipment — Fulfillment Queue

After 48 hours, your order enters our fulfillment queue, meaning we've started committing production, inventory, and scheduling resources to it. You can still cancel at this stage, but a 5% processing fee applies to help cover those committed costs. Email support@thenordicwave.com to request it.

4.3 After Shipment

Once your order has shipped, it can no longer be cancelled. From that point, the return process in Section 1 applies instead.

5. Refund Timing

Approved refunds go to your original payment method within 10 business days — counted from completed inspection for returns, or from your request for cancellations. Your bank or card issuer may take a few additional days to post the refund on their end.

Sales tax is refunded proportionally on the portion of your order that's refunded. For example, if a restocking fee reduces your refund to 80% of the purchase price, the tax refunded reflects that same 80%.

6. Where This Policy Applies

This policy applies to orders shipped within the contiguous United States. We do not currently offer international shipping or accept international returns. If that changes, this section will be updated to reflect it.

7. Changes to This Policy

We may update this policy from time to time; the "Last Updated" date at the top reflects the most recent revision. The version of this policy in effect on the date you placed your order governs your order, even if the policy is later updated.

8. Contact Us

For questions about this policy, or to start a return, email support@thenordicwave.com. Include your order number so we can help you as quickly as possible.

9. Severability

If any part of this policy is found unenforceable or invalid under applicable law, that part will be limited or removed to the minimum extent necessary, and the rest of this policy will remain in full effect.